Complaints and Dispute Resolution Process

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Last updated 2 October 2026

D1. Response and resolution times.

D1.1 Sellers must respond to a buyer report or an Amirify request within 48 hours and must resolve the matter within 5 business days.

D1.2 If the seller and buyer do not reach a resolution, Amirify decides the dispute within 5 business days of either party asking us to, and both parties must accept Amirify’s decision as the outcome on the platform. This does not prevent either party from exercising their legal rights or approaching the relevant regulator, ombud or court.

D2. Claims after payout. A buyer’s rights under the CPA continue for six months after delivery, which is longer than the 7-day payout hold. If a valid claim arises after the seller has been paid, Amirify refunds the buyer first and then recovers the amount in this order: (1) from the 10% reserve held for that seller; (2) then from the seller’s pending and future earnings; (3) then directly from the seller, who must pay Amirify within 7 days of Amirify’s written demand.

D3. Suspension. Amirify may suspend a seller for serious or repeated breaches, including selling unsafe or counterfeit goods, failing to dispatch, ignoring buyers or Amirify, or false declarations. When a seller is suspended: (a) the seller’s listings are hidden from the marketplace; (b) open orders must be fulfilled or cancelled as Amirify directs; (c) Amirify, not the seller, contacts affected buyers within 1 business day; (d) payouts and the reserve are held until all disputes and claims are resolved; (e) any remaining balance is released within 14 days after resolution, less amounts owed to Amirify or to buyers; (f) the seller may appeal in writing to info@amirify.co.za within 7 days of the suspension notice.